Who Packed the Towels? And Other Communication Challenges
April 20, 2026I’m writing this while away with my family at the beach, and I’ve been reminded of something: communication is harder than it looks. You can have a plan, repeat the plan, and still end up asking questions like: Who has the sunscreen? Who told the kids we were getting ice cream before lunch? And how did we leave without towels?
It has made me laugh more than once this week, but it also feels relevant to the work we’re doing at GBMC HealthCare.
Earlier this year, we said we wanted our communication to be clearer, more consistent, and more useful. As part of that effort, we introduced three labels for systemwide messages:
- Action Required – something you must do, and it is time-sensitive
- FYI – important information, but not urgent
- Participate – an optional opportunity to engage, learn, or join something valuable
The goal was simple: make it easier to know what a message is asking of you.
Here’s what we’ve learned so far.
What’s working
We have made real progress. So far, more than 80% of leaders with at least one direct report have completed communication plans for their teams: thank you to all who did that; the process was new, and we learned a lot about how we can streamline it in the future. We also created a Monday email digest with quick information, upcoming events, and important deadlines for the week. My blog continues to come out on Tuesdays at 6:30 a.m., and the Pulse enewsletter still comes out on Thursdays. We are also trying to keep the timing of these standing communications more consistent, generally around 6:30ish in the morning, so they become more predictable parts of the week.
Additionally, we have reduced systemwide broadcast emails by more than 40%. That matters because when everything is treated like a priority, people start to tune it out and the truly important things do not stick. We do not need more noise. We need clearer signals.
What’s been harder
Progress does not mean perfect.
The biggest challenge is consistency. Creating a communication plan is one thing; using it well over time is another. Communication is one of the hardest parts of leadership, and it takes constant attention. I need our leaders to keep thinking carefully about how information reaches their teams, especially when those teams are not sitting in front of a computer all day.
We are also seeing overlap among some of our communication channels. That can make communication feel repetitive instead of helpful. And we’ve seen a drop in participation in some events. That tells us we still need to make some thoughtful changes.
What we’re adjusting
We are actively looking for ways to refine, consolidate, and reduce duplication while still making sure people get the information they need. That may include taking a closer look at the frequency of Pulse and the type of content it includes so it has a clearer purpose.
We are also making some practical changes, including day-of reminders for select events that do not require advance registration. Those reminders will be clearly labeled “Participate” so they feel like an invitation, not pressure.
And we know email is only part of the answer. We need to do more with the non-electronic ways information cascades across our system. Huddles, bulletin boards, manager conversations, and team check-ins still matter tremendously, especially for reaching the front line.
One more touchpoint
Soon, you will receive a very brief survey as a touchpoint since the last employee engagement survey. One question will focus on communication, and some will focus on our culture of safety. We want to understand how people are feeling and how we can keep improving.
Help us keep improving
Here’s a question I’ve been asking a lot as I chat with front line staff lately. I’m hoping some folks will weigh in on it in the comments to help me think through it... How can we get more people who aren’t in front of a computer throughout the day to see the blog (and our other communications)?
We said we were going to keep improving and iterating. We are. And we will keep at it.
Employee Spotlight
How long have you been at GBMC HealthCare?
10 years
What is one key way you support a zero harm/safety culture?
I have created a space that allows my team to have open communication: where they feel confident and comfortable with reporting risks or near misses, without fear of blame. We use every opportunity as a chance to learn, thus building a culture where safety is prioritized, shared, and proactive. My mission is to lead by example and be consistent so that others see the standards we should follow.
What is the most rewarding part of your job?
The most rewarding part of my job is having the ability to help others along in their journey. I am passionate about supporting and encouraging people to discover their potential and/or to find their happy place. It is important to me to create a space that allows people to feel empowered to make decisions that yield positive outcomes and to know that their voice and contributions matter. As a leader, I take pride in having a team that shares a common goal of being kind and doing what's right.
Do you have any hobbies?
I love crafting! Anything from hand knitting, event planning, decorating, making floral arrangements and so much more!
COMMENTS
**Christina Fitts commented on 4/24/26 at 18:03:**
I'm still refining my plan but I learned some valuable tips from you that I will certainly incorporate; consistency primarily.
**Dr. Gopalakrishnan replied:**
Thank you Christina.
**Laurel Freeman commented on 4/24/26 at 12:03:**
Thank you so much for focusing on communication improvements. I appreciate the efforts and that it is an ongoing process.
**Dr. Gopalakrishnan replied:**
You're welcome, and it will be a constant focus of improvement for us.
**Barbara Bodyk commented on 4/23/26 at 07:06:**
2nd comment on topic of communication:
There are a lot of dates and deadlines scattered across recent communications. What if we maintained a centralized calendar on the Infoweb and displayed all key events there? Then, during daily huddles (as noted in my earlier comment), leaders could pull up the Infoweb and highlight upcoming items. This reinforces where staff can reliably find information and eliminates the need to search through old emails for specific dates.
Also, the Pulse requires a lot of scrolling. Maybe we could format it in more of a one-page newletter, Similar to the Leader's Digest.
**Dr. Gopalakrishnan replied:**
Our team focused on communication will review some great comments we received through the blog. Thank you for taking the time to really think through ideas!
**Jackie Brinkmann commented on 4/22/26 at 15:54:**
Hi, Dr. G! Great question - and it is certainly difficult to solve.
Folks who do not utilize electronic communications may need more than one way to plug in. I can suggest the following:
- Posting important communications on clear / structured bulletin boards
- Text systems
- Training for employees who want to level up their technology skills
- Communication liaisons for work areas
- The survey will hopefully reveal more preferred methods of communication!
**Dr. Gopalakrishnan replied:**
great feedback...I am passing to our team focused on improving this work.
**Kevin Ferentz commented on 4/22/26 at 11:09:**
Nihkolle is a truly outstanding office manager. She is such an important part of the Owings Mills team. she leads by example - and she does everything to make sure our patients get what they need, and our staff is supported. It is an honor to work with her.
**Dr. Gopalakrishnan replied:**
Thank you Dr. Ferentz!
**Desiree Hart commented on 4/22/26 at 08:34:**
One of the BEST managers I have ever worked for!! Also one of the reasons I drive over an hour back and forth to work everyday Owings Mills Office Rocks!!!
Desiree C. Hart
**Dr. Gopalakrishnan replied:**
We are fortunate to have some terrific leaders at our organization.
**Desiree Hart commented on 4/22/26 at 08:24:**
Gilchrist Hospice is my favorite! along with GBMC HEALTH PARTNERS (Owings Mills) !!
THE PEOPLE ALL of THEM who work for Gilchrist Hospice have been wonderful for me personally
both my parents have passed away and I used Gilchrist Hospice at Home and they were phenomenal!
I even mentioned them at the funeral. from the music therapy to the military volunteers, social workers!
they made the transition a little easier for me.
Thanks GBMC !
Desiree C. Hart
**Dr. Gopalakrishnan replied:**
Thank you for sharing!
**Saundra Rector commented on 4/21/26 at 14:57:**
I appreciate the effort behind consolidating communications, and agree that in some instances it has been beneficial. I hope that leadership will continue to evaluate the effectiveness and tweak as needed.
As the author of the death notices for employees, I do want to advocate for that returning to a personal email from the spiritual support office. I feel that folding it into a generic health system news announcement (and not allowing pictures) takes away from the personal touch that has always helped to make GBMC unique. People loved the pictures when I started using them - it helped them to put a face with a name and realize that this was a person that they frequently passed in the hallway or sat near in the cafeteria or saw throughout the week. Coming from the hospital chaplain, it also conveyed a sense of reverence that can be missing in an institutional email and opened the door to our services for support for those who may be struggling with the loss (I often meet with teams when someone dies, but relationships go beyond a department).
Thanks. Sandy
**Dr. Gopalakrishnan replied:**
Thanks for the feedback Sandy. I will have Carri setup some time for us to discuss.
**Maureen McNeill commented on 4/21/26 at 09:22:**
Your keynote speech at the Innovation and Improvement Symposium last week was Just. So. Good! I imagine you know this, but focusing on errors you'd made sent so many helpful messages, not least the fact that we are a place where failure is something to be learned from. Including a situation in which you learned that change should begin as close to the front line as possible -- that was also golden, especially coming from the President and CEO.
Thank you for consistently taking care with your words and with communication throughout GBMC. In a past life (feels like one) I co-wrote with a corporate culture consultant who like to say that culture eats strategy for lunch. I don't love the expression, but I do appreciate the attention to our just culture at GBMC and the care you take with both planning and communication.
Thanks!
Maureen
**Dr. Gopalakrishnan replied:**
Thank you for the kind words Maureen. To become a zero harm, high-reliability organization, we truly need to be obsessed with failures and learn from them.
**Barbara Bodyk commented on 4/21/26 at 07:42:**
For employees who aren't regularly at a computer, a few alternative communication channels to consider:
Low‑tech: If staff clock in using Kronos, a traditional bulletin board near the time clock could display key updates.
Manager‑led huddles: Require managers to share essential updates during start‑of‑shift huddles.
"High"‑tech huddle support: Identify managers with mobile WOW access and train them to pull up communications electronically during huddles, daily stand‑ups, or weekly meetings, or ....
Unit status boards: Explore whether unit status boards can display brief communication summaries during huddles.
"Higher Tech" App Options: You might also consider news updates via text or see if marketing or our software engineering team can find or create a custom app for communications.
HR Broadcast emails are much longer than most people have time to read. When you copy an HR Broadcast email into Word, it comes out to nearly 2,500 words. For this type of newsletter, a more effective length is typically closer to 300-500 words.
The employee stories are interesting, but the length makes it hard to get through the full message. It may help to move the longer stories to the Infoweb and include a link in the email for anyone who wants to read more.
For the learning items, a brief reference with direction to go to Workday would be more effective. Those items can then be highlighted when someone logs into Workday and selects "Learning."
**Dr. Gopalakrishnan replied:**
Barbara, these are terrific suggestions. I will forward to our communications team to see if we can incorporate any of your suggestions.
**Kristin Wenderoth commented on 4/21/26 at 07:17:**
We have the Rehab Recap we send out each week which covers items discussed during our huddles. I am going to try including the blog link in the Rehab Recap to see if that increases reading it. I also talked about this in a huddle last week.
Thanks.
**Dr. Gopalakrishnan replied:**
Thank you Kristin!
About Me
Paari Gopalakrishnan, MD, MBA
Bringing more than two decades of clinical and executive leadership experience, Dr. G is known for his commitment to transparency, accountability, and compassion. Learn more...
More from Better Together
Your Voice, Five Minutes, and One Very Real Email
One of the things I have learned about GBMC HealthCare is that our people pay attention.Case in point: so...
Paying Attention to Our Health — and Our Health Benefits
I recently learned that “aura” is the new word for cool. “Aura” and “Oura” sound the same—u...
Parking, Personalities, and Priorities
Few things can change the tone of your day faster than parking, especially when you’re trying to get to...
Who Packed the Towels? And Other Communication Challenges
I’m writing this while away with my family at the beach, and I’ve been reminded of something: communi...
Join Me at Walk A Mile!
This Friday, April 17, I’ll be taking part in my first-ever Walk A Mile in Their Shoes at GBMC. My fami...
What Delores Taught Me
Over the past few months, I asked each member of our executive team to spend time shadowing an area of GB...